Test on Nursing Communication and Interpersonal Skills
Nursing Communication and Interpersonal Skills Guide
Test: Therapeutic communication in nursing, Nonverbal communication, Therapeutic communication techniques, Nursing communication technology, Healthcare communication technology, Nursing and telenursing communication technology, Privacy and documentation, Healthcare phone etiquette, General communication skills, Workplace interaction, Communication technology phone etiquette, Personal presentation
20 questions
Question 1: When transferring a call, it is acceptable practice to transfer the caller directly to an answering machine if the intended recipient is unavailable.
A. Ano
B. Ne
Explanation: When transferring a call, you should ensure a live person answers. If the person is away from their desk, you should get back to the caller to explain the situation and ask if the nurse may call them back.
Question 2: According to the study materials, what is a recommended practice when ending a phone call with a patient?
A. Hang up the phone immediately to free up the line.
B. Let the patient hang up first.
C. Ensure a quick and firm hang-up to confirm the call's end.
D. End the call by verbally confirming the disconnection to the patient.
Explanation: The study materials state, 'Hang up the phone gently Or better yet, let the patient hang up first. A hang up that's too hard can seem angry to the patient.'
Question 3: Oral communication is one of the four main types of communication.
A. Ano
B. Ne
Explanation: The study materials state that there are four main types of communication: verbal communication, nonverbal communication, written communication, and visual communication. Oral communication is a form of verbal communication, not a main type itself.
Question 4: According to the study materials, which of the following are crucial strategies for using verbal communication effectively?
A. Thinking before you speak and varying your vocal tone.
B. Speaking with confidence and being aware of non-verbal communication cues.
C. Ensuring the sender's speech tone is high and clearly audible, and always cross-checking for understanding.
D. Consistently giving vain promises and speaking in a soft, apologetic way.
Explanation: Effective verbal communication involves thinking before you speak, varying vocal tone, speaking with confidence, being aware of non-verbal cues, ensuring speech is audible, and cross-checking for understanding. Giving vain promises or speaking softly and apologetically are not listed as effective strategies; in fact, a soft tone is characteristic of passive communication, and inconsistency with promises can lead to mistrust.
Question 5: The study materials indicate that positive and supportive reactions are the most common responses from employees when problematic behaviors are addressed.
A. Ano
B. Ne
Explanation: The study materials state that the most common negative reactions to addressing problematic behaviors are defensiveness, deflection, and denial.